If you are facing connection issues when accessing My Ledger or performing the genuine check in Ledger Live application, try each solution below according to your operating system (OS) to solve this issue.
Attention Windows users:
- If your Nano device won't connect to Ledger Live and the "connect and unlock your device" message persists, it may be because your Citrix Workspace is outdated. Updating Citrix can resolve the connection issue and allow you to connect your Nano to Ledger Live without any further problems. To avoid any issues when connecting your Nano to Ledger Live through Citrix Workspace, do not enable app protection if prompted to do so.
- If your Windows computer is in "S mode," Ledger Live won't be able to communicate with your Nano. "S mode" is a security feature that restricts the installation of software, limiting what you can do and install on the computer. If S-mode is enabled on your computer and you'd like to use Ledger Live, you can temporarily switch out of S-mode by following these steps.
Before you begin
- Please make sure all applications and browser extensions are fully closed when attempting to connect. This includes third party wallets (Metamask, Daedalus, MyEtherWallet) or any other application that could interfere with the connection between Ledger Live and your Ledger device.
- Try doing a simple restart of your computer. This might be a simple troubleshooting step but can sometimes be the solution to connecting here.
- The latest version of Ledger Live is only compatible with Windows 10 or above on PC and macOS 10.14 or above on Apple computers.
Solution 1. Run Ledger Live as administrator
-
Right-click on the Ledger Live icon then select Run as administrator.
Please note: Ledger Live needs administrator mode to examine the content on the USB port and transfer data between your computer and your Ledger device. - Click on Yes when your system asks "Do you want to allow this app to make changes to your device?".
- Try again to access My Ledger or perform the Genuine check.
Solution 2. Try another cable or USB port
- Ideally, use the USB cable that came in the box (there should be the Ledger logo on it).
- Some USB cables (sometimes called “charging cables”) don’t contain the pins necessary for data communication, and will successfully power your Ledger but won’t allow communication. If you do not have the Ledger USB cable anymore, make sure the cable you use is capable of data transfer. If you’re not sure, try another cable.
- Make sure that the USB cable is inserted fully into the Ledger device. On new devices, the USB-C port may be a little bit tight, so give it a bit of extra force and make sure you’re plugging the USB cable in fully.
- If you’re sure you’re using a data cable that is inserted fully, and the issue still persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
- Turn off any anti-virus, firewall and VPN software on your computer.
- Try again to access My Ledger or perform the genuine check.
- Whitelist Ledger Live in your anti-virus if that worked.
- Add Ledger Live to the list of exclusions on Windows Security.
Solution 4. Update your drivers
- In the search box on the taskbar, enter device manager, then select Device Manager.
- Select a category to see names of devices, then right-click (or press and hold) the one you’d like to update.
- Select Search automatically for updated driver software.
- Select Update Driver to see if there is an update available.
Solution 1. Enable full disk access
- Open System Preferences.
- Go to Security & Privacy.
- In the Privacy tab, add Ledger Live to the Full Disk Access list.
- Try again to access My Ledger or perform the Genuine check.
If your Mac has an Intel processor, follow Apple's official instructions to reset the NVRAM.
Solution 2. Try another cable or USB port
- Ideally, use the USB cable that came in the box (there should be the Ledger logo on it).
- Some USB cables (sometimes called “charging cables”) don’t contain the pins necessary for data communication, and will successfully power your Ledger but won’t allow communication. If you do not have the Ledger USB cable anymore, make sure the cable you use is capable of data transfer. If you’re not sure, try another cable.
- Make sure that the USB cable is inserted fully into the Ledger device. On new devices, the USB-C port may be a little bit tight, so give it a bit of extra force and make sure you’re plugging the USB cable in fully.
- If you’re sure you’re using a data cable that is inserted fully, and the issue still persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
- Turn off any anti-virus, firewall and VPN software on your computer.
- Try again to access My Ledger or perform the genuine check.
- Whitelist Ledger Live in your anti-virus if that worked.
Solution 1. Set up udev rules
- Open the terminal on your computer.
- Set up udev rules using the following code snippet:
wget -q -O - https://raw.githubusercontent.com/LedgerHQ/udev-rules/master/add_udev_rules.sh | sudo bash - Try again to access My Ledger or perform the Genuine check.
Solution 2. Try another cable or USB port
- Ideally, use the USB cable that came in the box (there should be the Ledger logo on it).
- Some USB cables (sometimes called “charging cables”) don’t contain the pins necessary for data communication, and will successfully power your Ledger but won’t allow communication. If you do not have the Ledger USB cable anymore, make sure the cable you use is capable of data transfer. If you’re not sure, try another cable.
- Make sure that the USB cable is inserted fully into the Ledger device. On new devices, the USB-C port may be a little bit tight, so give it a bit of extra force and make sure you’re plugging the USB cable in fully.
- If you’re sure you’re using a data cable that is inserted fully, and the issue still persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
- Turn off any anti-virus, firewall and VPN software on your computer.
- Try again to access the My Ledger or perform the genuine check.
- Whitelist Ledger Live in your anti-virus if that worked.
Solution 1. Confirm the OS version of your phone
Make sure your mobile phone has the minimum required OS:
- Android 10 or later
Solution 2. Check USB OTG cable
Your USB OTG cable should allow the data transfer. Try to avoid using USB dongles or USB hubs. If you don't have an OTG USB cable, check out our Ledger OTG Kit.
Solution 3. Verify if your phone supports the USB OTG
You can check if your smartphone supports OTG. Your phone must support the OTG standard to use the Ledger device with your phone via a USB connection. Check your phone's hardware specs by Googling its model or contact your phone manufacturer for confirmation.
Solution 4. Enable your OTG setting
To connect the Ledger device to your phone, an "OTG setting" must be enabled on many devices. When attempting to connect an OTG, you may receive a prompt to "Enable OTG".
This is when you need to turn the OTG option ON. To do this, navigate through Settings > Connected devices > OTG. Here, click on the On/Off toggle to activate it.
The steps to enable OTG may vary from one phone model to another, check the documentation of your phone manufacturer to find the exact steps.
Are you still having issues connecting?
Please see this support article for more information.
Still not solved?
If the issue persists after trying each solution for your operating system (OS), please reach out to Ledger Support.